I just called the main office to get information on my account. (All agree that the receptionist at the hospital gave me wrong information. Even the doctor was chiming in with what she knew about the plan, then said "It's too complicated, I don't know."
The man at the main office could not give me any reference to any documentation re: my problem(s).
One problem was that I didn't want to renew my contract (for obvious reasons) but my brochure said that the plans were automatically renewed annually (a popular scam at work-out gyms).
The man said that that policy of automatic renewal didn't apply to people like me because I had paid in full instead of monthly.
(Okay, but in a year will I be told "you must have misunderstood" (as I was told by the doctor, who herself admitted to not understanding))
I asked him to point to some documentation stating that wouldn't be renewed, but he said (after one year) that he didn't have any, he's never seen it, trust me, etc. I don't think it was his fault, it's just they Banfield works: Make it seem wonderful and caring, make the contract seem straight forward and delightful, then add in little scam things that the consumer wouldn't notice at first look, (even down to a comma potentially changing the meaning of a policy, and more importantly not providing adequate information up front. (You get some of this After you've signed the agreement) You get the point I hope. You almost need a lawyer with you to know what you're in for but, especially convenient for too-trusting and naive consumers, the whole company's image is oh so sweet... I'm sure that the doctors and the people who work there are wonderful but the business is shady.